It never fails to amaze me in my own interactions with technical support how many fail to comprehend what is written. For instance I just had an exchange with a certain service provider whom I won’t name with regard to obtaining an API key for a cPanel module.
It went a little something like this…
Me: “Yes I’d like to obtain an API key so as to integrate your module in my service platform, how do I go about that with your service?”
Them: “Could you tell me a bit about your service? Your domain seems to be redirecting to another service.”
Me: “Yes, it was originally a free hosting provider a few years ago and I shut it down maybe two years ago.
The domain has been parked since that time and to better enable people to get what they came for at the time, I parked it on another hosting provider I work with.
I am now in the process of building a new paid service on the domain and would like to incorporate your module for my users.”
Them: “I’m sorry, we don’t provide our services to non-commercial hosting providers.”
Now I can’t even get a response from their staff to read the more thorough explanation that I provided trying to clear the confusion.
If you are in technical support reading comprehension in the language you’re responding in is a must. Yes, you can ask for clarification if the other party says something you do not quite understand but on the whole you must be able to understand the basic concept and words.
In this case I gave a bit of history, yes it was a free hosting provider a few years ago but it hasn’t been in operation since that time, I redirected the domain to a paid hosting provider to better assist those who may stumble on that domain and I explained I was basically going to repurpose the domain for a new paid service.
So now, here I am, playing the hope and wait game, hoping that my waiting for a reply will pay off with someone responding positively so I can move forward.